Peak NRR of 83% in FY2024-Q2. Latest is 78% - that's -5pp from peak.
LivePerson is below the Customer Engagement Public median by -26pp (cell median: 104%)
LivePerson (LPSN) is a customer engagement company at the public stage. As of its most recent disclosure (FY-2025), LivePerson reported a Net Revenue Retention rate of 78% - a below-average result for B2B SaaS at this segment.
LivePerson's NRR peaked at 83% in FY2024-Q2, 5pp above today's level.
Within its peer set (customer engagement companies at public stage in the $100k-$500k acv band), LivePerson's NRR is meaningfully below the cell median of 104%. Compare against the full peer cell aggregate for distribution and top performers.
Contract shape and forward-booked revenue.
Health scores, usage, and time-to-value when disclosed.
Logo flow per period (count-side complement to dollar-based NRR).
Revenue, ARR, and team-size denominators for the productivity ratios.
Forward-booked revenue by maturity. Renewal pipeline visibility.
Support tiers: Standard · LP 360 Professional Services
CS team segments: Strategic · Enterprise · Mid-Market · SMB
CSM model: account-named
Education programs: Learning Management Systems
Top customer exec: Kevin Meeks - Customer Success
Named CS initiatives across recent disclosures (newest first).
New simplified pricing model that saw deal volume more than double and ARR increase by five times in Q4.
"In Q4, we experienced a substantial sequential increase in closed deals under our new pricing structure"
Integrating third-party voice providers into digital agent workspace to extend AI capabilities to voice.
"we launched our Agent Workspace for Voice, integrating third-party voice providers into LivePerson's workspace"
Commercially launched Syntrix, a proprietary simulation and evaluation platform for predictability and safety in conversational AI.
"In March 2026, the Company commercially launched Syntrix, a proprietary simulation and evaluation platform designed to provide predictability and safety in conversational AI."
Simulation and evaluation platform for launching AI agents and validating human agent readiness.
"Syntrix, introduced in November 2025, is our simulation and evaluation platform"
Initiated a new restructuring plan to reduce cash expenditures to align with current commercial performance.
"During the three months ended September 30, 2025, the Company initiated a new restructuring plan"
Integration solution with Salesforce, Microsoft, and ServiceNow to unify CRM data into agent workflows.
"We've also launched LivePerson Sync in partnership with Coral Active."
Enabling enterprise customers to procure solutions using existing cloud commitments as a retention lever.
"Today, this motion is performing as a high impact retention lever."
Deepening relationship with Google Cloud to unify conversational platform with Google's AI innovations and joint go-to-market.
"Just last week, we announced that we're deepening our relationship with Google Cloud."
Challenges acknowledged by management. Useful peer signals - your team is probably not alone.
Closing bid price fell below $1.00 for 30 consecutive business days, risking delisting.
"On May 1, 2025, we received written notice from Nasdaq that the closing bid price had fallen below $1.00 per share"
Heightened renewal hesitation and slower than anticipated new business bookings driven by financial stability concerns.
"We have observed heightened renewal hesitation and slower than anticipated new business bookings"
Elevated attrition expected in the first half of 2025 due to legacy issues and renewal cycles.
"we anticipate levels of attrition to remain elevated for the first half of the year as we move past the renewal cycle"
Customer uncertainty regarding financial stability and macroeconomic factors extending buying cycles.
"We continue to observe slower than anticipated renewals and new business bookings, primarily driven by customer uncertainty regarding our financial stability"
Aggressive investment in AI by competitors with significant resources.
"we are operating in a competitive environment characterized by aggressive investment in artificial intelligence and other technological innovation by competitors"
Customer uncertainty regarding financial stability and macroeconomic factors extending buying cycles.
"primarily driven by customer uncertainty regarding our financial stability as well as broader macroeconomic"
Curated quotes about customer outcomes, retention, renewals.
"The tone of our customer conversations is changing, and we're seeing better momentum in key enterprise accounts."
"We began proactively educating customers on our improved financial foundation, which has already resulted in the renewal status of certain customers changing from cancellation or short-term extension to full renewal."
"the effort by Kevin Meeks to really help focus the customer on adoption, and ultimately driving more value use cases and consumption"
"we expect renewal rates, measured in terms of ARR, to improve in the second quarter and beyond."
"While our expectations for retention rates continue to steadily improve... we do see heightened risk for the remainder of the current renewal cycle."
"we now have line of sight to renewal rates that should approach industry norms in the second half of 2025."
Side-by-side NRR, customer cohorts, commercial structure, and CS motion.
Free to embed on your blog or board deck. Includes a small backlink to cust.co.
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| Period | NRR | GRR | Source type | Filing |
|---|---|---|---|---|
| FY-2025 | 78% | - | 10-K | source ↗ |
| FY2025-Q2 | 78% | - | earnings-call-transcript | source ↗ |
| FY2025-Q1 | 80% | - | earnings-call-transcript | source ↗ |
| FY-2024 | 82% | - | 10-K | source ↗ |
| FY2024-Q4 | 82% | - | earnings-call-transcript | source ↗ |
| FY2025-Q4 | 78% | - | earnings-call-transcript | source ↗ |
| FY2024-Q3 | 79% | - | earnings-call-transcript | source ↗ |
| FY2025-Q3 | 80% | - | earnings-call-transcript | source ↗ |
| FY2024-Q2 | 83% | - | earnings-call-transcript | source ↗ |
| FY2024-Q1 | 80% | - | earnings-call-transcript | source ↗ |
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